Head of Customer Advocates (m/f/d)

Kaufering, near Munich
Reference No: WD-0009064

What's the role?

​Seamless customer service experience – Make it happen! With several years of experience in this business as well as experience in leading teams, the keywords "challenge and encourage" are integrated in your daily leadership routine and your strength lies in working with people - through your empathy you win and convince others and enjoy developing a team to the next level. 

As a Head of Customer Advocates (m/w/d) you will enjoy managing a team of global support engineers in a committed and international team within an agile working environment. You will be a driving force for defining, implementing and monitoring global support processes to ensure a seamless & high-quality support service of multiple software products of Hilti.

Who is Hilti?

We develop, manufacture and sell cutting-edge products, technology, software and services for the global construction industry. Hilti stands for innovation, quality and direct customer relationships.

In our IoT department we develop innovative Embedded Software Solutions, Mobile Apps and Measurement Technologies - through our technologies in application software we take our customers to the next level of the technological progress.

With 30,000 employees in more than 120 countries, we're a great place for you to show us your worth, step up to new challenges and grow in your career.

What does the role involve?

As a Head of Customer Advocates (m/f/d) you are responsible in transferring the business approach from customer support to customer advocate mindset within an international support team and translating strategies into an action plan within the department as well the software organization. With your analytical and proactive approach, you will take ownership of enabling a seamless customer service experience and of communication activities throughout the whole lifecycle of multiple software solutions of Hilti.

Through your deep functional understanding of Hilti software products and your excellent communication skills you serve as a point of contact, escalation, guidance, training and mentoring for the different stakeholders worldwide. To understand customer requests and complaints is your mission which you will transfer into specific requirements together in close collaboration with markets, Product Owner and the development community. Being at the intersection of many teams, it is essential you remain calm under pressure and can manage stress. You will focus on defining, implementing and maintaining customer-centric global support processes and ensure the compliance with customer data management standards by defining and rolling-out incident response plans as well as supporting the launch in new markets. Furthermore, you consume the ownership of global software support tools (eg. Adminportal) by defining, prioritizing and accepting requirements as well as managing the respective access.

You motivate your team members with your own enthusiasm, delegate and coordinate tasks, actively contribute to the achievement of goals, enhance internal processes to achieve operational excellence by defining and tracking KPIs with respective reports and live our Hilti values. Based on our management mission statement you coach your employees and develop individual measures for continuous professional and personal development together with each team member.

Our employees can select the offers that suit them best: for us, flexible working includes support with working hours and locations as well as family and leisure activities.

What do we offer?

We offer you a unique place to work, in which you are part of a creative and interdisciplinary team. We will give you a lot of responsibility to develop yourself and we´ll support you in shaping your individual career path.
In addition, we offer you innovative and personalized Benefits, such as

- Flat hierarchies
- Flexible working arrangements
- Subsidy for monthly and annual public transport subscriptions
- Free company parking spaces
- Company pension scheme (employer-financed)

Further benefits:
- Support in relocating and finding a flat
- Tax advice

Integrity, courage, teamwork and commitment are essential for Hilti – both today and tomorrow. We are proud to say that we not only talk about our values, but also live them every day.

Why should you apply?

In this role you will have a real impact on the operations of multiple software products of Hilti and contribute to a fantastic and trendsetting environment with exciting technological aspects and perspectives. We look forward to your thirst for knowledge and your courage to tackle new challenges. You are continuously striving to improve yourself and the products you work on, and you can assess and take risks appropriately. At the same time, you enjoy supporting and developing your team members as well as working in an exciting and future-oriented growth area with technologically challenging tasks and development opportunities.

What you need is:

  • University degree in computer science or another domain with focus on software/IT
  • Min. 10 years’ experience in support for cloud-based, customer facing web- and mobile applications
  • Excellent leadership skills with sound people development track record
  • Track record in change management with regards to IT service management processes (eg. ITIL) and problem management
  • High quality mindset paired with strong customer orientation, critical thinking and attention to detail
  • Comfort with collaboration, open and target-oriented communication and reaching across functional borders
  • Strong analytical skills and very strong target-oriented communication skills in an international environment
  • Perseverance and goal orientation as well as good time management and a high level of personal initiative
  • Fluency in English and willingness for intercontinental travels

Take up the next challenge and start your career with HILTI! We are always looking for employees for a long-term cooperation.
Here you will find current information on how to apply and join HILTI during COVID 19: https://careers.hilti.de/de-de/covid.

During your job interview you will spend some time with us and get to know our company. Thus you will get a feeling for the job and our corporate culture.

Hilti stands for equal opportunities. We are looking forward to receiving applications from severely disabled persons and similarly disabled persons.

Contact: Hilti Entwicklungsgesellschaft mbH I Vivien Wildt I Human Resources

Should you encounter technical problems during your application, please contact mycareer-techsupport@hilti.com.

Ähnliche Jobs bei Hilti

Kaufering, near Munich

You will drive evolution of Hilti ON!Track solution, contributing with your broad experience and high level of expertise in software requirement gathering and solution design activities.

Kaufering near Munich

You are responsible for the design and development of embedded software applications for electronic drives power tools. You will also integrate existing software functions and modules into development projects.

IT/Software/Digitale Lösungen

Sind Sie bereit für neue Herausforderungen? Bei uns erwartet Sie mehr als der klassische Büro-Job: Entdecken Sie eine hochinnovative Unternehmensstruktur mit dynamischer Arbeitskultur und viel Raum für Verantwortung in den bereichsübergreifenden Funktionen.

Mehr erfahren